Case Study
Tenen Restaurant
A robust restaurant website and mobile app.
Timeline: 3 Months | Completion: June 2025
Context
Serving the Community for 10 years!
Tenen Restaurant has been in business since 2015 and is celebrating its 10-year anniversary. With an esteemed reputation in the local community, there was an opportunity to elevate their online presence to enhance customer service and experience.
Problems
Underdeveloped features needing improvements.
Outdated features and processes cost new and loyal customers higher quality services and experiences.
๐ฑ Inconsistent online ordering experiences
โณ Unclear wait times and delivery
๐ธ Limited payment options and hidden fees
๐ฃ๏ธ Unoptimized customer service
Solution
Develop a restaurant mobile app that enables a seamless online customer experience.
Empowering users with vital tools to connect, make orders and reservations so the business can focus on delivering high-quality service.
Step 1: Discovery & Scope
UX Research
After conducting initial user research, five defined user personas were created to reference through the product development process.
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Age: 44
Occupation: Construction Project Manager
Background: Serbian immigrant living in Vancouver for 15+ years
Ordering Style: Dines in with family or orders takeout for traditional meals
Goals: Enjoy authentic tastes of home like ฤevapi, sarma, or gibanica
Frustrations: Over-Westernized menus, places that get the food โwrongโ
Tech Comfort: Moderate โ uses Google Maps, Facebook, prefers calling in
Favorite Feature: Authentic dishes, Serbian-language staff, family-style meals
Go-To Order: Karadjordjeva schnitzel + ajvar + homemade bread
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Age: 30
Occupation: Public Relations Specialist
Background: Born and raised in Burnaby, curious foodie
Ordering Style: Dines in with friends on weekends or for date nights
Goals: Discover hidden gems, try unique international cuisines
Frustrations: Menus with no descriptions or staff that can't explain the dishes
Tech Comfort: High โ relies on Instagram, Yelp, Google Reviews
Favorite Feature: Cozy vibe, storytelling menu, rustic decor, and patio dining
Go-To Order: Pljeskavica (Balkan burger) + house red wine + photos for Instagram
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Age: 65
Occupation: Retired nurse
Background: Croatian-Canadian, lives with extended family
Ordering Style: Dines in with grandchildren, orders takeout for holidays
Goals: Celebrate traditions and share her culture with younger generations
Frustrations: Overly modern spaces, loud music, small portions
Tech Comfort: Low โ prefers calling to reserve or order
Favorite Feature: Traditional recipes, warm service, familiarity
Go-To Order: Roast lamb, baked potatoes, seasonal soup, homemade rakija
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Age: 26
Occupation: Photographer / Content Creator
Background: Lives in East Vancouver, posts food reviews
Ordering Style: Dines in specifically for ambiance and visual appeal
Goals: Find visually stunning, story-rich places to recommend
Frustrations: Poor lighting, generic plating, no social presence
Tech Comfort: Very high โ TikTok, Instagram, blogs
Favorite Feature: Vintage decor, outdoor patio, staff in traditional dress
Go-To Order: Mezze platter + Turkish coffee served in copperware
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Age: 38
Occupation: Software Developer
Background: Grew up in Coquitlam, married with 2 kids
Ordering Style: Family dine-in on weekends, occasional delivery
Goals: Expose kids to global cuisine, enjoy hearty meals
Frustrations: Menus that lack kid-friendly options, long waits
Tech Comfort: High โ Google Reviews, Uber Eats, SkipTheDishes
Favorite Feature: Patio seating, friendly staff, comfort food classics
Go-To Order: Family platter with ฤevapi, chicken skewers, fries, and ajvar
User Insights
Enhancing customer experience in impactful ways will strengthen Tenenโs legacy with their customers and local community.
Insights through the research revealed that Tenen customers truly value the restaurant and the unique, culturally-rich service it offers. By empathizing with their needs and feedback, the research informs which steps to prioritize in elevating and deepening their experience with their favorite local restaurant.
What matters to Tenen customers:
Enjoying a culturally traditional space for them to enjoy familiar dishes that feel like home.
Discovering new dishes and connecting to an authentic Eastern European culture in their local neighborhood.
Sharing and experiencing approachable, hearty, family style dishes with family and friends.
Why Tenen matters to their customers:
โTenen Restaurant is a cozy, culture-rich escape in Burnaby, offering authentic Serbian and Eastern European comfort food in a nostalgic, antiques-filled setting โ bringing generations together over hearty meals, Balkan tradition, and warm hospitality.โ
Product Direction & Prioritization
Standing out in the competitive landscape.
To help Tenen Restaurant stand out in the competitive landscape with their mobile app, itโs essential to align design decisions with user needs and business goals, by blending functionality, authentic storytelling, and accessibility.
The following are high-priority features prioritized for the product design and the reasons why:
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Highlight menu, specials, culture
Drives engagement
Reflects unique value of Tenen
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Core to revenue and essential for usability
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Add high-res photos
Add Cultural context for storytelling opportunities
Helps differentiate from competitors and boosts food discovery
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Key user expectation and differentiator
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Trust and ease of use
Supports repeat business
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Large text, screen reader
Important for older users
Inclusive design
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Encourages repeat visits
Strengthens retention
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Adds cultural inclusivity
Comfort for Serbian-speaking users
Part 2: Ideate, Prototype & Test
Headline is the overall experience and outcome
The process to